Madewell的动态

As a consumer, every single time I walk into a store, the people who are supposed to be there serving customers are on their phones. They're not focused on serving the customer. When you enter a restaurant and a server serves you, they're not on their phones looking at Facebook, TikTok, or Instagram. While you're looking at the menu, their phones are tucked away. You don't see them. But when you walk into a retail store today, it's more common than not to see the people working there on their phones. And they're not they're not making eye contact with the customer. They're not building rapport with the customer. They're not bringing add-ons back to the fitting room for the customer. They're not doing everything that makes an in-store experience special. Brick-and-mortar retail could eventually disappear if they don't improve the in-store customer experience. Why would I go to a store if I'm not receiving any customer service? I walked into a Banana Republic in Orlando at a high-end mall a couple months ago. I was so excited to be there. I was ready to shop. It had been a while, and I'm like, I'm going all out. I'm shopping. I passed by four sales associates on the floor, and all four were on their phones. As I was on my way out of the store, one of them still had their phone in front of them, like, "Is there anything I can help you with?" I refused to shop there. I refuse to shop in a store where everybody's on their phone. This is a massive impediment for retailers today that they can't manage their associates' behavior when they're on the sales floor. To me, it's a big problem. Agree? #shetalksbusiness #retail #bricksandmortar #customerservice #customerexperience

As a consumer, every single time I walk into a store, the people who are supposed to be there serving customers are on their phones.? They're not focused on serving the customer.? When you enter a restaurant and a server serves you, they're not on their phones looking at Facebook, TikTok, or Instagram. While you're looking at the menu, their phones are tucked away. You don't see them.? But when you walk into a retail store today, it's more common than not to see the people working there on their phones. And they're not they're not making eye contact with the customer. They're not building rapport with the customer. They're not bringing add-ons back to the fitting room for the customer. They're not doing everything that makes an in-store experience special. Brick-and-mortar retail could eventually disappear if they don't improve the in-store customer experience. Why would I go to a store if I'm not receiving any customer service?? I walked into a Banana Republic in Orlando at a high-end mall a couple months ago. I was so excited to be there. I was ready to shop. It had been a while, and I'm like, I'm going all out. I'm shopping. I passed by four sales associates on the floor, and all four were on their phones. As I was on my way out of the store, one of them still had their phone in front of them, like, "Is there anything I can help you with?" I refused to shop there.? I refuse to shop in a store where everybody's on their phone. This is a massive impediment for retailers today that they can't manage their associates' behavior when they're on the sales floor. To me, it's a big problem. Agree?? #shetalksbusiness #retail #bricksandmortar #customerservice #customerexperience

Yesterday I was running errands with my mom and found myself at JCPenney. My mom's 30-year-old Timex had finally given up, and since she's not of the generation who brings her phone everywhere she goes, she likes to wear a watch. I haven't been there in years, and the first thing I noticed is their centralized checkout ("new" to me). So we picked out the watch in Accessories and went in search of a cash stand. When we got there, the watch didn't ring up with the 30% off promised on the sign. The cashier shrugged and told us, it's only 20% off. Could we still afford this? Yes. But principle had me running back to the department and bringing the cashier the sign. She manually changed the price, I think mostly to get us out of there vs. honoring the correct price. No apology, no consulting with her fellow cashiers, just a big sigh. I started my retail career in the waning heyday of department stores. And while I understand the world has changed, it's a bummer customer experience and service has taken such a hit. I expect centralized checkout when I go to the big box stores. But a department store is supposed to be a level above. Working with salespeople who are knowledgeable in their department or category, or at the very least, know how to problem-solve a pricing issue seems like tablestakes for brick-and-mortar retailers. We know younger generations seek experiences as well as things. I hope they don't settle for mediocre (or less) service and instead inspire retailers to create and sustain differentiated experiences to make IRL shopping enjoyable again. This experience reminded me why my default is online shopping, despite my love for immediate gratification and taking my new purchase home on the day I buy it. The retailers who will win long-term will put the customer experience at the center of their strategy, no matter how they shop. Harder than it sounds, maybe, but pretty simple too. It's not too late for you JCP, but I won't be back anytime soon.

The role of merchandise managers in providing customer delight: ?? Behind every amazing shopping experience, there’s a merchandise manager working tirelessly to ensure customers are delighted with every visit! ?? Merchandise managers play a crucial role in: 1. Curating Perfect Product Mix: They select the best products that meet customers’ needs and desires, ensuring variety and quality. 2. Optimizing Inventory: By managing stock levels, they make sure that popular items are always available, reducing wait times and frustration. 3. Creating Attractive Displays: Their creative vision turns stores into inviting spaces, making it easy and enjoyable for customers to find what they love. 4. Analyzing Trends: Staying ahead of market trends allows them to introduce exciting new products that keep the shopping experience fresh and engaging. 5. Enhancing Customer Satisfaction: By listening to feedback and making informed decisions, they continually improve the shopping experience. Next time you find exactly what you’re looking for, or discover a new favorite item, remember there’s a merchandise manager behind that moment of joy! ???? #CustomerDelight #MerchandiseManagement #RetailSuccess #ShoppingExperience

When Great Advertising and Pricing Aren’t Enough: A Personal Story on the Importance of Service I recently had a reminder that good advertising and an attractive price aren’t always enough. In my quest to save money, I found a small company offering wardrobes for $100, including delivery. They advertised in a group for secondhand items, and I was thrilled to have found such a deal. The wardrobe was supposed to be delivered on Tuesday, but what followed was a frustrating experience. At 5 PM, I got a call from an angry delivery man who couldn’t find my place. Over the next 4 hours, I received dozens of messages as he struggled to locate me, and by the end of the evening, I was done. The next day, I went to IKEA. In contrast, everything was smooth: we agreed on a time, and the wardrobe was delivered without a hitch. The takeaway? Competitive pricing and clever advertising may attract customers, but service and reliability are what keep them. Never underestimate the importance of a seamless customer experience. #CustomerService #MarketingLessons #BrandTrust

Throughout my career, I have recognized the importance of delighting customers and enabling them to meet their business and technical objectives. I have built products, services, programs, and processes that strive to excite customers. I proudly listened to customers provide positive feedback. My heart sank when customers explained how they were disappointed. I wish to share a situation that occurred today because it is a reminder that every employee is an ambassador for customer experience. I recently purchased items online at a large home furnishing retailer. The company accidentally shipped me a duplicate for one of the items I purchased. Fortunately, there is a brick-and-mortar store nearby, and I returned the duplicate item that I had not purchased. The Salesperson thanked me for returning it, and she then explained that she would have kept it if it was her. I looked perplexed, and she suggested giving it to a friend if I didn't want the duplicate. I explained I had not purchased it, and she said “but it is their mistake.” I left the store dismayed with her comments. I appreciate her thank you, but I am disappointed in how she represented the brand. Products, systems, and processes go so far. Building a compelling customer experience must also include building the right company culture. Human interaction with a customer can make or break it. #customercentricculture, #customerexperience, #integritymatters, #honestymatters

Today Marks 365 Days since we opened our First Retail store ?? 3 thing’s I’ve learnt during the journey, 1) You don’t need to have everything figured out. Starting is more important. Moving from e-commerce to retail meant we had to re-learn everything. As Human beings we have the amazing ability to ‘adapt’. & that’s what our team. We adapted to the Retail model and we’ve been able to grow 10X. 2) Focus on ‘Customer Experiance’ Over ‘Sales’. People remember experiences. 3) ‘Good customer service’ is expected, Great customer service is remembered. Having good customer service is no longer a value addition, it’s now expected. It’s the standard.

???Rude Shopper Alert??? - Thrilled to be included?in this Best Life feature discussing the rudest shopping habits! It's always fascinating to delve into customer behavior and the impact it has on a?shopper's experience, especially during the holidays.?? - In the article, we explore how certain habits can affect not just other shoppers but also the hardworking staff and the overall retail environment.?? We also look at habits that can help with Rude Shoppers. Yes, we give advice on how to handle these situations.. - What's the rudest shopping behavior you've ever experienced? Share below!?? - #retail #retailindustry #consumerbehavior #retailnews #rudecustomer #customerexpereince #retailnews #bestlife Pete GomboczAndrew GrovestineTamela Coval?? Audra Lamoon F.I.T.O.L she/herIan ScottSteve Worthy MBASean KellyOlivia IgweJoe SnipesBill KistlerMICHEL ?ALACTorben ValstedFay CanningsDierk Schneider REMA REPORT International Retail Group, LLCBrandBomb PRAlexis KouserLindsay Feldman

Details matter MORE than you think Empty shelves, broken lights, and lukewarm coffee—all those little imperfections detract from the overall experience. Customers notice these things, even if they don’t say it. Studies show these small details impact satisfaction and loyalty. It’s why I believe in constantly checking the details. Checking these isn’t nitpicking—it’s ESSENTIAL #MysteryShopping

I've had numerous occasions where I was sitting across someone who chants the ‘MORE IS MORE’ mantra in retail. Stores crammed with products may seem like a treasure trove at first, but it can quickly turn into a labyrinth for customers. A carefully developed space/adjacency plan with thoughtful display densities - as well as an understanding of the store profile that might affect the above two points - create a seamless shopping experience that guides customers through the store, making product discovery a JOY rather than a CHORE. In the present world where the attention span of the everyday consumer is shorter than a burning matchstick, a clean and uncluttered display allows each product to shine, increasing likelihood of capturing the customer’s attention and making them more likely to buy (not to mention the reduced investment on dead inventory). It’s not about how many products you can fit into the space, it’s about how you use that space to create a memorable customer journey. Because at the end of the day, a happy customer is a returning customer.